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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Guiding Principles | 15-19% | - Optimize and automate - Keep it simple and practical - Collaborate and promote visibility - Progress iteratively with feedback - Focus on value - Start where you are - Think and work holistically |
| Topic 2: ITIL Service Value System | 13-17% | - Inputs, outputs, and activities of the service value chain - The service value chain - Interaction between the service value chain and the guiding principles |
| Topic 3: ITIL Service Management Framework | 2-4% | - ITIL service value system (SVS) - The four dimensions of service management - ITIL guiding principles |
| Topic 4: The Four Dimensions of Service Management | 13-17% | - Partners and suppliers - Information and technology - Organizations and people - Value streams and processes |
| Topic 5: ITIL Practices | 34-38% | - General management practices - Technical management practices - Service management practices |
| Topic 6: Introduction to ITIL | 2-4% | - Key concepts of service management - Purpose of the ITIL Foundation qualification |
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NEW QUESTION # 114
What is the MAIN purpose of using feedback throughout improvement iterations?
Answer: B
Explanation:
The main purpose of feedback during improvement iterations is to ensure that actions remain relevant and effective as circumstances change, so option B is correct. ITIL promotes iterative progress because environments, stakeholder needs, risks, and information often change during work. Feedback helps teams learn what is working, what is not, and what should be adjusted before moving further. It is not realistic to expect all stakeholders to fully agree at every point, and feedback does not eliminate the need for future adjustments. Instead, it supports better decisions, earlier correction, and more effective alignment with value. This approach reduces waste and improves adaptability. It is closely connected to the guiding principle "progress iteratively with feedback," which encourages organizations to move in manageable steps and use learning continuously to refine outcomes.
NEW QUESTION # 115
Which will help solve incidents more quickly?
Answer: D
NEW QUESTION # 116
How do 'utility' and 'warranty' together support value co-creation?
Answer: A
Explanation:
Utility and warranty together support value co-creation because utility makes the service fit for purpose and warranty makes it fit for use, so option D is correct. Utility answers the question,
"What does the service do?" It refers to the functionality that helps consumers meet a need or remove a constraint. Warranty answers, "How well does the service perform?" It covers assurance such as availability, capacity, continuity, and security. A service may offer useful functionality, but if it is unreliable or unavailable, it will still fail to create value. Likewise, a stable service with no useful functionality does not help consumers achieve outcomes. ITIL uses both ideas together to explain service quality and service levels. Combined, they help ensure that services are both useful and dependable in real-world use.
NEW QUESTION # 117
Which is the main form of service interaction between service consumers and digital services?
Answer: D
Explanation:
The main form of service interaction between service consumers and digital services is access to resources, as consumers typically use digital capabilities, applications, or infrastructure provided by the service provider without transferring ownership.
NEW QUESTION # 118
Which of the following statements about value streams is INCORRECT?
Answer: C
Explanation:
Value streams include all activities and stakeholders required to create and deliver value, which can involve suppliers and partners as part of the overall flow of work. Therefore, excluding suppliers is incorrect.
NEW QUESTION # 119
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